FAQs

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?

Yes! Please contact us at cactusandduke@gmail.com  or via instagram DM within 2 hours of when you placed the order if you require any changes.

 

 HOW DO I RETURN AN ITEM?

For information on the return of your item please see the shipping/returns policy page of our website.

 

CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE/STYLE?

We only offer exchanges for different size. To exchange your product for a different size please email us at cactusandduke@gmail.com or DM us on instagram. We will happily exchange the item for a different size but shipping will need to be paid for by the customer.  For more information please see our shipping/returns policy page of our website.

 

HOW DO I USE A PROMOTIONAL CODE?

Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

 

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at cactusandduke@gmail.com.  For more information please see our shipping/returns page of our website.
 

WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel. 

For international orders, if no card is left, you should check with your local post office. Packages sent outside of Australia are not sent with tracking with our standard shipping. If you would like tracking with your order outside of Australia please let us know and we can arrange this for an extra fee.  We have decided to do this to keep our shipping fees as low as possible.

 

HOW DO I TRACK MY ORDER?

Australian customers will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by emailing cactusandduke@gmail.com to receive your tracking number.  By default we sent packages untracked outside of Australia, to keep postage costs as low as possible.  If you would like tracking on an order to be delivered outside of Australia please contact us and we can arrange this for an additional charge.

 

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

Once your parcels have left our warehouse they are then the property of Australia Post. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at cactusandduke@gmail.com.

 

HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD or PAYPAL.

 

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

Please feel free to email us at cactusandduke@gmail.com or private instagram message @cactus_and_duke.

 

GARMENT CARE

If you are unsure of a garments care, always ‘cold hand wash’ to avoid any damage in the garments fabric. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.

   

NEED ANY FURTHER HELP?

Our Cactus & Duke team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Cactus & Duke package. 

Email: cactusandduke@gmail.com